Schedules for agents

[cavagnaro]

Hi guys,
I'm preparing a project where we have to give the customer how many agents they will need and how many schedules he will need and do. I already have the ammount of agents per hour that they will need according to erlan tools, however how can I make the needed schedules? Any tool that you may know to do this? (Free of preference...)
Thanks

[cavagnaro]

Any idea guys? Maybe with a software to buy?

[CTIgem]

Which erlang tool did you use to come up with agents?
If you don't mind asking....

[cavagnaro]

Sure, it is Call Centre Calculator (www.erlang.co.uk)

[cavagnaro]

no? nothing?

[PeterJ]

Hi Cavarango,

what do you mean by number of schedules? Is it number of agents to cover the needs defined by erlang calculator?

If so, I reckon you need some WFM tool to be able to do that.

Peter

[quote author=cavagnaro link=topic=3447.msg14492#msg14492 date=1224113215]
... and how many schedules he will need and do. I already have the ammount of agents per hour that they will need according to erlan tools, however how can I make the needed schedules?
[/quote]

[cavagnaro]

Yes, exactly, but do you know any tool I can use?

[barleycorn]

Genesys WFM?? It ain't free though. Far from it, and typically takes a lot of business consultancy to get you sorted.

[cavagnaro]

Hum ok, I don't have GWFM...thought I could get this with some alternative...
Thanks

[barleycorn]

Yep, unfortunately it's a fairly specialized part of the market, scouring of freshmeat.net and sourceforge.org doesn't show up a great deal. Reporting and WFM are my areas of enforced ignorance unfortunately, so I've not used any of these tools. sourceforge and freshmeat (make sure you put the .net on that freshmeat url buddy.... the .com version is something entirely different) are good places to start.
This is what a quick search showed up:
[url=http://sourceforge.net/projects/settle/]http://sourceforge.net/projects/settle/[/url]
[url=http://sourceforge.net/projects/openccm/]http://sourceforge.net/projects/openccm/[/url] - this one is very much in its infancy, but looks like it has got some interesting features coming eventually.

As always, ymmv when trying to find something to fit your needs from either of these sites but occasionally a real gem shows up.  try searching for "scheduling" or "forecasting" as it seems to show up more possible hits.

[barleycorn]

Actually, the two links above are probably not that useful after all. Do a search for employee forecasting, or any combination of that kind of stuff and there are a few decent hits; more so on freshmeat.net